(a) Toll policies. The department shall adopt policies relating to toll collection and enforcement and the operation of customer service centers. The policies will authorize all fees imposed under this section to be paid by credit card, debit card not requiring the entry of a personal identification number (PIN), money order, personal or cashier's check, or cash. In adopting those policies, the department shall consider:
  (1) whether those policies will provide ease of use by travelers and maximize mobility on toll projects;
  (2) whether those policies will provide a high level of customer service;
  (3) the requirements of project bond covenants;
  (4) cost of operations;
  (5) whether those policies will facilitate the auditing of customer service center operations and the marketing of toll projects; and
  (6) whether those policies will maximize the preservation of revenue streams.
(b) Exception. Toll collection and enforcement policies adopted by the department are not subject to the requirements of §5.10 of this title (relating to Collection of Debts).
(c) Customer account fees. The department may charge fees to customers for purposes of establishing and administering electronic toll collection customer accounts. The commission by minute order will establish customer account fees. In establishing customer account fees, the commission will consider the cost of operations, including the estimated cost to the department for labor, materials, storage, postage, and bank fees, as well as the requirements of project bond covenants. Customer account fees may be waived or dismissed in accordance with toll collection and enforcement policies adopted by the department under this section. Customer account fees may include fees for the following items:
  (1) standard tags;
  (2) specialty tags;
  (3) mailed or faxed account statements;
  (4) account maintenance; and
  (5) checks returned for insufficient funds.
(d) Toll rates. Except as provided in subsections (f) and (g) of this section, the commission by minute order will establish toll rates for the use of a toll project. In setting toll rates, the commission will consider:
  (1) the results of traffic and revenue studies and any schedule of toll rates established in a traffic and revenue report;
  (2) the requirements of project bond covenants; and
  (3) vehicle classifications, type and location of the facility, and similar criteria that apply to a specific project.
(e) Administrative fees. Except as provided in subsection (f) of this section, the owner or lessee of a vehicle who fails to pay the amount owed as stated in an invoice from the department for the use of a toll project may be charged an administrative fee of $4 per unpaid invoice. Administrative fees may be waived or dismissed in accordance with toll collection and enforcement policies adopted by the department under this section.
(f) Operating agreements. The commission may authorize a private entity under contract to operate a department toll project to set toll rates for the use of the toll project and to establish an administrative fee charged to owners of vehicles that use the toll project without paying the proper toll, if:
  (1) the private entity is required under the contract to submit to the department for approval:
    (A) the methodology for:
      (i) the setting of tolls;
      (ii) increasing the amount of the tolls; and
      (iii) the setting of an administrative fee to be imposed to recover the cost of collecting an unpaid toll; and
    (B) any proposed change in an approved methodology for the setting of a toll or an administrative fee;
  (2) the private entity will operate the toll project under a comprehensive development agreement or under a contract resulting from a procurement under §27.83 of this chapter (relating to Contracts to Operate Department Toll Projects) that provides an operational concession to the private entity; and
  (3) the commission approves the award of the contract to the private entity.
(g) Dynamic pricing. The executive director will establish toll rates for the use of a toll project where dynamic pricing is in effect. In setting the toll rates, the executive director will consider vehicle classifications, type and location of the facility, regional policies, and similar criteria that apply to a specific project. The toll rates may be established through the approval of an algorithm or other methodology designed to maintain a free-flowing level of traffic on one or more lanes of the toll project.
(h) Toll Assessment Review. An owner or lessee may, not later than the due date specified in the invoice from the department, send a written request to the department for a review of the toll assessments contained in the invoice. If, after a review, the department determines that the tolls were assessed correctly, the customer will be responsible for paying the amount owed as stated in the invoice. If the department determines that any of the tolls were assessed incorrectly, the department will provide the customer with an updated balance due. If the customer fails to pay the amount owed by the due date specified in the first invoice after the review, the department may charge the customer an administrative fee, as described in subsection (e) of this section. A request under this subsection must be mailed to the department's customer service center at 12719 Burnet Road, Austin, Texas 78727, or submitted through www.txtag.org, and must include the following information:
  (1) the customer's name, address, and contact information;
  (2) the make, model, year, and license plate number of the vehicle associated with the tolls under review;
  (3) the date, time, and location of the tolls under review;
  (4) the reason that the tolls are being disputed; and
  (5) if the dispute involves vehicle ownership, the date that the person purchased or sold the vehicle, as applicable.

Source Note: The provisions of this §27.82 adopted to be effective March 16, 2006, 31 TexReg 1729; amended to be effective March 1, 2011, 35 TexReg 10770; amended to be effective October 12, 2014, 39 TexReg 7960; amended to be effective March 1, 2018, 43 TexReg 779; amended to be effective July 18, 2018, 43 TexReg 4764